CUSTOMER CARE

RETURNS AND REFUNDS

Right of Return

You are entitled to return the product purchased within 30 days for any reason:

  • since you received the order;
  • in the case of separate delivery of multiple products of a single order, since you received the last product.

 

Return Procedure

To exercise your right of withdrawal and activate the return process:

  • Simply send a request through the appropriate form by entering the reference order number and checking in the Contact Reason the appropriate box dedicated to Returns and Changes.

 

Alternatively, you can send an email to customer@lescopains.com  providing the following information:

Product to return  

Order number

Ordered on

First and Last name

Address

Email associated with the account from which the order was placed

Data

 

  • You will receive an email confirming the withdrawal, with the form attached to be inserted inside the package to proceed with the return of the product.

 

  • Send the package within 14 days of your withdrawal request with DHL or with a courier of your choice with a standard shipment to: Super S.r.l. Les Copains – Via Stendhal 33, 40128 Bologna (Italy)

If you return, you will be reimbursed for payments made, including delivery costs without any delay and in any case no later than 14 days from the date you announced your decision to return. The refund will be made using the same means of payment that you used for the initial transaction. The refund can be suspended until the product is received or until you have proven that you have returned it.

The direct costs for the return of the goods will be the client responsibility.

We will not accept restitution if the product is malfunctioning due to misuse, negligence, damage or alterations, aesthetic, tampering or improper maintenance or wear and tear, absence of product elements (accessories, parts, etc.). In such cases, we will return the purchased product to you, charging you for the shipping costs.

Delivery

The delivery of products purchased on www.lescopains.com takes place on average within 5-6 working days from the order in Italy and the EU and within 8-10 days for all other destinations.

Delivery times may be delayed in the case of holidays; carriers do not deliver on 25/12, 26/12, 01/01 and on weekends.

For orders placed by credit card, a working day must be added to the normal shipping times for normal administrative checks.

GEOGRAPHIC DESTINATION AREA

DELIVERY DEADLINES

Europe zone

Within 5-6 working days from confirming the order

Non-Europe zone

Within 8-10 working days from confirming the order

Shipping

The delivery of products purchased on www.lescopains.com takes place on average within 5-6 working days from the order in Italy and EU and within 8-10 days for all other destinations.

Delivery times may be delayed in case of holidays; carriers do not deliver on 25/12, 26/12, 01/01 and on weekends.

For orders placed by credit card, one working day must be added to the normal delivery time for normal administrative checks.

 

GEOGRAPHICAL AREA OF DESTINATION AND DELIVERY TIMES

European Union countries: within 5-6 working days after order confirmation

Countries outside the European Union: within 8-10 working days after order confirmation

Payments

You can purchase on our website at www.lescopains.com paying by credit card and Paypal.

Every purchase takes place in maximum security thanks to the use of the most advanced technology systems in the field of e-commerce and with encryption systems (SSL) to protect your personal data and credit card information from unauthorized access. This data is not accessible to third parties.

 

Once your order is complete, you will receive a confirmation email containing your purchase order and a summary of the details of your purchase. You can always check the status of your order at any time in the appropriate section of your account.

FAQ

 

  • How do I buy it?

Buying on the Les Copains website is easy.

  1. Browse our boutique by product category or choosing directly from the proposed looks
  2. Choose the product you’re most interested in and select the size and color you prefer
  3. Click Add to Shopping Bag: your purchase summary will open in the dialog box and you only need to enter your shipping address and payment details to complete the process
  4. You can edit your Shopping Bag at any time by clicking on the symbol at the top of the site

To make your purchase process even easier, sign up and create your account: you can save your shipping addresses and payment details and have your favorite items in your home even faster.

  • Do I need an account to make the purchase?

No, you don’t need to be registered to complete your purchase.

But registration is easy, fast and free and gives you access to benefits and opportunities exclusively. You can manage your orders and check the status of shipments, save your shipping preferences, save your favorite items on the wish list and receive a preview of Les Copains news and promotions.

  • Can I save my favorite products?

Sure, you can save your favorite items on your wish list. To do this you need to register, create your account and click Add to Wishlist on the page dedicated to the product you like.

  • How do I choose the right size?

On the in-depth section of the product you’re interested in, you’ll find the Size Guide. If you have any doubts, please contact Customer Service and we will be happy to answer any concerns you have.

  • How can I contact your customer service?

You can write to us via the website by clicking on the contact item at the bottom of the navigation page with the contact form available to you.

You can also call us on +39 051 536011 Monday to Friday, 9 a.m. to 1 p.m. and 2 p.m. to 6 p.m.

  • How can I pay for my purchase?

You can pay for your order with all major credit cards, rechargeable and PayPal.

  • When will the amount be charged to my account and what will be the debit currency?

At the time of ordering, the amount is only preauthorized. The date of the actual charge is the date the products were shipped.

Transaction amounts and product prices are always calculated in the local currency of the order shipping country. Prices always include VAT.

  • Can I return any product I purchased?

You are entitled to return for any reason the products purchased within 30 days since you received the order, and, in the case of separate delivery of multiple products of a single order, since you received the last product.

Learn about the return process in the returns and refunds section.

  • How do I request a return?

The return process is simple. Simply send a request through the appropriate form in Contact Us, entering the order number and checking in the appropriate box dedicated to Returns and Changes. You will receive an email confirming the return, with the form attached to be inserted inside the package to proceed with the return of the product. Ship within 14 days of your request to return the purchased product to get a refund.

  • I received a damaged or imperfect product. What do I do?

In case of defects of any kind, you can make a return with the same simple procedure and indicate in your message the reason for the return. Alternatively, you can contact Customer Service by emailing customer@lescopains.com  or by calling 051 536011  Monday through Friday, 9am-1pm and 2pm-6pm.

Once we have received the returned product, we will check the damage and we will make the refund request. We will not accept items that are not in the same condition as you received them.

You will be updated by email until the refund process is complete.

 

  • When will I receive a refund?

If you return, you will be reimbursed for payments made, including delivery costs (except for the additional costs of your choice of a type of delivery other than the least expensive standard delivery method) without undue delay and in any case no later than 14 days from the date you announced your decision to withdraw.

The refund will be made using the same means of payment that you used for the initial transaction. The refund can be suspended until the product is received or until you have proven that you have returned it.